Fintechs increase outsourcing utilization by over 40% — TDCX report
MANILA, PHILIPPINES — Fintechs have increased their utilization of outsourcing by 40% in the last fiscal year to fill talent gaps in key areas, such as customer service, software development, and tech support.
According to a report by outsourcing firm TDCX, the average number of outsourced staff per fintech now equates to a full-time equivalent (FTE) of 104 workers.
Over the next two years, TDCX predicts that these firms will outsource more of their customer experience (CX) operations. Over one-half of fintechs will outsource chat support, while 50% will outsource AI development and tech support.
As for outsource spending, the report revealed that large organizations raised their budget by more than 65% this year and plan to do so by another 21% next year.
Payments and investment firms use CX outsourcing to catch up as they invest 4.5% and 4.3% of their budgets, respectively.
Trading firms, however, the least mature in CX, invest relatively little — 1.5% in the current fiscal year — in CX outsourcing.
TDCX provides transformative digital CX solutions by harnessing technology, human intelligence, and its global footprint. The firm ranked 31st on the Time Doctor OA500, an index of the world’s top 500 outsourcing firms and a vital tool in assisting the BPO decision-making community.
